One of the key processes by which ethical conduct can be encouraged is by having a robust and transparent complaints handling program, which avoids the need for external agencies and legal action. However, occasionally the need arises to use an external dispute resolution (EDR) body, where the complaint cannot be resolved internally. In this situation, financial services companies should be prepared for the transition process from the current ombudsman arrangements (for example the FSO, CIO and SCT) to the new Australian Financial Complaints Authority (AFCA), and the impact on their internal processes.

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